Customer Service Lead (QA, B2B)
Job Description
Job Summary
Are you a dynamic leader with a strategic mindset, able to manage a diverse team and passionate about customer service
Do you take ownership, embrace challenges, and love problem-solving
Karooooo is one of the largest vehicle telematics companies globally with almost 2,000,000 active users and collecting 50 billion data points, on the low end, on a monthly basis. We continuously strive to push the envelope forward by innovating and creating optimal solutions for our clients, whilst incorporating a very much start up culture.
Appreciate your perusal on our company background prior to the interview.Karooooo
Responsibility
Are you a dynamic leader with a strategic mindset, able to manage a diverse team and passionate about customer service
Do you take ownership, embrace challenges, and love problem-solving
Karooooo is one of the largest vehicle telematics companies globally with almost 2,000,000 active users and collecting 50 billion data points, on the low end, on a monthly basis. We continuously strive to push the envelope forward by innovating and creating optimal solutions for our clients, whilst incorporating a very much start up culture.
Appreciate your perusal on our company background prior to the interview.Karooooo
Responsibility
- Provide coaching to a team of customer care agents by setting service standards and ensuring KPIs are met.
- Ensure service level of incoming calls is maintained at 90% and above
- Comprehensive knowledge of all areas of the Business Customer Service, with Debtors and Finance awareness.
- Resolve customers enquiries or issues from all channels, and ensure proper follow-up to the final resolution within the stipulated time frame.
- Refer unresolved customer grievances or special requests to designated departments for further investigation
- Demonstrate professionalism and endorse the Cartrack brand continually
- Demonstrate high level of leadership skills and provide necessary training and guidance to the Customer Care staff operational functions to achieve full competencies.
- Provide monthly coaching based on QA results to teach the Customer Care staff how to reach maximum QA scores.
- Enforce disciplinary procedures – ensure staff acts in accordance to policies and issue warnings when necessary.
- National Senior Certificate / Grade 12
- Generic Management qualification will be advantageous.
- Minimum of 3 years experience in Customer Service within a Call Centre environment. Automotive aftermarket or SAAS industry experience or a similar industry is an added advantage.
- Computer literacy is a must.
- Excellent written and verbal communication skills
- Proficient in English is a Must
- Good leadership and management skill with strong problem-solving competency and an out-of-box approach in providing solutions.
More Info
About Company
Skills:
technology IT solutions, B2b Sales, Office Solutions, Account Management
Skills:
sales prospecting , Relationship Management, Employee Healthcare Benefits, Client Servicing, Account Management, Business Development, Sales Marketing, Commercial and General Insurance
Skills:
Sales, Fintech, Logistics, Account Management, Business Development, e-commerce, Marine Importing and Exporting
Skills:
sales coaching , Lead Generation, Negotiation, Performance management, B2b Sales, Business development, Client acquisition, Presentation
Skills:
General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Cloud Solutions, SAP, Netsuite, Oracle, Infor, B2B software solution sales, Globe 3, Microsoft Dynamics 365, ERP solutions, Procurement, Contract Management, Fixed Asset Management, Sourcing, Cash Management, Finance and accounting management, Requisitioning, Supply Management, Supplier Management, Enterprise reports, Inventory Management